The reduction in flights, changes to itineraries, and operational adjustments caused by the aviation fuel crisis in Cuba have increased uncertainty for those planning to travel between the island and the United States.
But if an airline cancels a flight between the two countries, there is an important difference between accepting a new reservation and wanting to recover the money: the passenger is not obligated to accept a voucher or credit for future travel when they are entitled to a refund.
The regulations of the United States Department of Transportation (DOT) state that when an airline cancels a flight to, from, or within the United States, the passenger is entitled to a refund if they choose not to travel and do not accept any other form of compensation offered by the airline.
The rule applies regardless of the reason for the cancellation.
The issue becomes particularly important for Cuban travelers after CiberCuba outlined which airlines are still operating flights to the island amidst the current fuel crisis, which has forced various companies to suspend flights, modify operations, or resort to extraordinary refueling procedures.
If the airline cancels, you can choose between traveling or getting your money back
The official refund guide from the U.S. Department of Transportation states that a passenger is entitled to recover the ticket price when the airline cancels the flight and the traveler chooses not to proceed with the trip.
The company can offer an alternative, such as booking the passenger on another flight.
If that alternative is convenient, the traveler can accept it and continue their journey. But if they choose not to accept it, they can opt for a refund.
The same applies if the airline offers a travel credit, a voucher, miles, or other compensation: the passenger is not obligated to accept these instead of money when they are entitled to a refund.
Be very careful before accepting a voucher
This point is especially important when a cancellation arrives via email or through an airline's app.
Sometimes, the company may quickly offer options to change the flight or receive credit to use later.
The DOT requires that when there is a right to a refund, the airline must inform the passenger of that possibility before offering alternative transportation, credits, vouchers, or other compensations.
If the passenger expressly accepts the voucher or agrees to travel on the alternative flight, the situation changes, and they may lose the right to a full refund of the ticket under these rules.
That's why it's important to read the options carefully before clicking buttons like accept credit, confirm new flight, or accept compensation.
How much time does the airline have to refund the money?
When a refund is applicable, it should be processed automatically and using the original payment method.
For purchases made with a credit card, the general period established by the DOT is seven business days from when the refund should be processed.
For other payment methods, the period is 20 calendar days.
The refund must include the full price corresponding to the unused portion of the trip, as well as any taxes and fees included in the ticket.
If the passenger had paid for additional services that they ultimately did not receive due to the cancellation, such as seat selection or other extras, those charges may also be refundable.
A flight doesn't have to be completely canceled for you to request a refund
The rules also include what are called significant itinerary changes.
In the case of an international flight, there is a significant change when the new schedule requires the passenger to depart at least six hours earlier than the originally planned time or to arrive at the destination at least six hours later.
It can also be considered a significant change if the airline changes the departure or destination airport, increases the number of connections in the itinerary, or involuntarily downgrades the passenger to a lower class.
In such situations, if the traveler chooses not to accept the modified itinerary or any other alternative offered by the airline, they may be entitled to a refund.
This can be particularly relevant during times of disruptions in connectivity with Cuba, when some companies may be forced to rearrange routes and connections.
What happens if you purchased the ticket through an agency?
Purchasing a flight through a physical agency or a travel platform does not necessarily eliminate the right to a refund.
The DOT recommends first identifying who is listed as responsible for the charge on the credit card statement or bank account.
That establishment is known as merchant of record.
If a travel agency was the one that processed the charge and is listed as responsible for the transaction, it may be the entity responsible for handling the corresponding refund.
Therefore, in the event of a cancellation, it is advisable to review the payment statement before initiating a simultaneous claim against both the airline and the agency.
Reimbursement does not automatically mean compensation, food, or hotel
There is another important distinction: having the right to a refund of the ticket price does not automatically mean that the company must also pay cash compensation.
American airlines have different commitments regarding meals, accommodation, ground transportation, or changes to bookings when a significant cancellation or delay is due to circumstances within the company's control.
The DOT outlines these commitments in its official passenger service dashboard.
An interruption caused by external circumstances may not bring about the same benefits.
However, that difference alone does not negate the basic right to a refund when the airline cancels the flight and the passenger decides not to travel.
What to do if your flight to Cuba is canceled
First: save the email, text message, or notification that shows the cancellation or itinerary change.
Second: review all the options available, and if you want to get your money back, be careful not to mistakenly accept a voucher, credit, or new reservation that you do not want.
Third: check who made the original charge for the ticket if you used a travel agency.
Room: although the refund should occur automatically when applicable, it is advisable to keep a written record of any communication with the company.
Fifth: if the corresponding period passes without receiving the money, first claim from the airline or the agent who made the charge.
If the issue is not resolved, the passenger can file a complaint with the Office of Aviation Consumer Protection at the Department of Transportation.
A technical exception in effect in 2026
There is currently a limited exception regarding flight number changes.
The DOT is temporarily maintaining a policy of not enforcing certain refund obligations when an airline simply changes the flight number, rebooks the passenger on the same service, and the operation continues without a significant delay or modification.
The measure does not eliminate the general rules for flights that are actually canceled or itineraries that undergo substantial changes.
The air crisis in Cuba makes it especially important to know these rules
Cuba maintains international air connections, but the ongoing shortage of aviation fuel has forced some airlines to reduce operations and others to modify their procedures in order to maintain their routes.
American Airlines, Southwest, and Delta were among the airlines operating flights between the United States and Cuba this week, while other international airlines were maintaining suspensions or making extraordinary adjustments.
For passengers, it is advisable to check the flight status directly with the airline before heading to the airport.
But if the airline ultimately cancels a flight between the United States and Cuba, the basic rule is simple: if you do not want to accept the new trip or a future credit, a voucher does not have to replace the money you are entitled to recover.
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